Advanced Search

Save or Share this Report

For Customer Experience Professionals

Consumers' Likelihood To Recommend 133 Firms

How Likely Are US Consumers To Recommend Firms Across 14 Industries?

February 2, 2010

Authors

  • By Bruce D. Temkin
  • with William Chu,
  • Shelby Catino

Why Read This Report

Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers were the least recommended. Barnes & Noble, Amazon.com, and eBay were the most recommended firms. When we compared companies with their industry averages, credit unions and SunTrust Bank came to the top of the list. Our analysis of responses by generation shows that Seniors are the most likely to recommend companies and Younger Boomers are the least likely to recommend.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Tools And Templates

Models and Calculators

calculator icon
  • Likelihood Of Consumers To Recommend Companies By Industry
  • Likelihood Of Consumers To Recommend 133 Companies
  • Likelihood Of Recommendations By Generation

Recommended Research